VP of Service Delivery (Managed Services Provider) Management:
- Provide direct oversight and guidance to all the service delivery areas.
- Manage, motivate, lead, discipline, train, improve & encourage service delivery personnel.
- Mentor key personnel to success in the positions.
- Develop, train and hold personnel to service delivery processes.
- Work with Services Manager to Improve customer service skills of all team members.
- Work with the Service Desk Manager to monitor, manage and audit service delivery to ensure appropriate best
practices & high service delivery standards are implemented across all clients. - Drive employee engagement around current and future services and technology.
- Conduct customer support process training/review sessions.
- Ensure appropriate documentation is in place for specific support requirements
VP of Service Delivery (Managed Services Provider) Customer Relations:
- Consistently engage with clients to build relationships and understand how our performance is perceived and/or where gaps exist.
- Ensure overall client satisfaction
- Train team on how to manage and meet client expectations.
- Accountable for all aspects of the client experience and satisfaction
VP of Service Delivery (Managed Services Provider) Development:
- Maintain satisfactory levels of the Key Performance Indicators/Smart numbers.
- Produce and report on performance of department.
- Find, investigate, trial & implement new tools/products/services.
- Implement ISO 9001/SOC 2 Type2 processes and ensure adoption across all teams.
- Ensure implementation of our IT and security standards across all our client environments.
- Improve the use of the current tools/products/services.
- Improve/maximize efficiency and profitability of service delivery.
- Accountable for defining and maintaining our service delivery product/boundaries.
- Identify opportunities for growth and work with the appropriate team.
VP of Service Delivery (Managed Services Provider) Benefits:
- Medical, Dental, and Vision Insurance
- Education/Certification Assistance & Reimbursement
- Annual raises and bonus opportunities
- PTO + Paid Holidays
- Legal Shield
- Aflac